At a glance
- Experience
- 5+ years experience
- Location
- Chicago · Seattle · US
About Stripe
- Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.
About the role
- The Escalations team offers a single point-of-entry for all user escalations raised by Stripes on behalf of a user.
- This is a high visibility, high impact role, with the responsibility to work with users and cross functional stakeholders, all while helping build this team from the ground up.
Responsibilities
- Respond to incoming User Escalations from Stripes in a timely manner (within agreed service levels) as well as triage, scope, and support to resolution
- Communicate directly with users to solve the most painful problems, via email and phone
- Be accountable for timely and accurate resolution for all User Escalations within agreed service levels
- Directly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely
- Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
- Share findings and insights with leaders through forums and presentations
- Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users’ first mentality
- Challenge the status quo, identifying how and where Stripe needs to improve to better serve users
- Help build the team and process from the ground up
- Support training and socialization efforts for process adoption across Stripe
Requirements
- At least 5+ years of experience in a user support (customer facing) role
- Prior experience in troubleshooting and working on short SLA cases / escalations
- Prior experience working on projects or process improvement initiatives
- Sound judgment and impeccable attention to detail
- Deep sense of customer care and users-first perspective
- Unflappable, exothermic energy under pressure
- Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience
- Solid stakeholder management skills and an ability to influence others to drive progress
- A sense of urgency and a drive to see issues through to resolution
Preferred qualifications
- Experience leading multiple concurrent projects
- Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
- Experience in large / enterprise users is a plus
Skills
- SQL
